The Client Success Manager is responsible for reviewing client accounts, maintaining client relationships, responding to questions and resolving issues. The individual in this role will also manage a book of business and deepen relationships with clients and help retain them on our platform. The Client Success Manager position plays a pivotal role in retaining and maximizing the value of the restaurants on the network.
They will be assigned the portfolio of regional accounts, with a primary focus of retaining the accounts on the network (minimizing churn), reinforcing the value of our services (improving NPS scores), and upselling additional services (cash conversions).
This is a hybrid position and requires in office presence three days a week in Chicago (Tuesday-Thursday).
- Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
- Proactively identify and address customer issues, leading to minimized churn. (Examples: missing tickets, accounts receivables, managing exclusions.)
- Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
- Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS)
- Identify opportunities within the assigned portfolio to introduce and upsell products (i.e. Cash)
- Work closely with the regional manager and sales teams to execute strategies that enhance the customer satisfaction and business growth.
- Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
- Share customer feedback and insights with the internal teams to shape future offerings.
- At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.
- Must have previous experience responding to a high volume of calls and emails related to client service.
- Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
- Strong analytical and problem-solving skills and abilities.
- Attention to detail and excellent organization skills along with self-motivation.
- Ability to work independently and respond with flexibility.
- Willingness to learn new skills and software applications.
- This is a full-time, nonexempt position; the base compensation for this opening is expected to be $34.25-$38.70 per hour ($71,240-$80,496 annualized), based on candidate experience, skills, and other factors.
- Generous dining reimbursement when you dine with our restaurant clients
- Partnership with Rx n Go, offering certain prescriptions for free
- Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations
- Catered lunches provided on Tuesdays in our Chicago office